Standby cover deals solely with faults that stop revenue, production or guest service. Everything else is accepted and handled by regular support from 8:00.
Together we agree what matters at night, for example: the shop stops accepting orders, every payment is declined, the warehouse cannot print labels, a site drops offline, or an admin account has plainly been hijacked. That list goes into the contract.
Monitoring of those critical systems pages whoever is on duty straight away. Quite often the fault is fixed before anybody at your end has spotted it.
Several engineers share nights and weekends on a schedule, each shift with a deputy. Every handover is written down so nobody starts from scratch.
Renewing an expired certificate, clearing a full disk, restarting a hung database service, reverting a faulty firewall rule, booting a virtual machine from its backup, or disabling a suspicious Entra ID account.
If a device needs a physical touch, we talk your shift supervisor, night porter or a local technician you have hired through it on a video call. Apply itself never drives out, day or night.
Ahead of Advent trading, a big promotion or the start of the ski season, we review capacity, certificates and backups with you and update the critical systems list if anything has changed.
A short summary is in your inbox by morning, followed by a root cause analysis. If an incident must be notified to the Austrian Data Protection Authority within 72 hours or passed on to CERT.at, we provide the time-stamped technical details.
Before the first night starts, the standby team has to know your environment and what to do for every critical system. Four steps get us there.
We record how your systems depend on each other, say shop, database, payment link and shipping interface. Knowing the chain means finding the cause faster at night.
Names, availability and limits: who gets woken at which severity, and what the standby team may do without asking, such as putting the shop into maintenance mode for an hour.
One page per system with checks, restart order, location of the latest backup and escalation route. Credentials sit encrypted in the standby team's vault.
On an agreed evening we fire a genuine test alarm and run the whole sequence from alert to report-back. The service starts only after that.
Who gets to decide at 3 a.m.? At night, the technical fix is seldom the sticking point. The tricky part is who may authorise taking the shop down for an hour, cancelling an order or switching production to hand-written labels. Leave that open and you end up trying to rouse a sleeping management team while losses mount. So before the first night there is a written list of names, powers and the limits up to which we can act without checking back.
The 24/7 standby number comes with the Premium plan, from €3,490 per month plus VAT. If only a few systems need cover, we prepare a separate quote once your environment and the required scope are clear.
The alert reaches the engineer on duty, who starts within the agreed response time. They work through the emergency handbook, resolve the fault remotely and only wake someone on your side if the decision list requires it. By morning you have a summary with timings and cause.
It can. Many internal IT teams of two or three people simply cannot share 365 days of standby fairly. We take the nights and weekends, your team keeps the daytime work and receives a handover each morning.
We cannot mend another company's outage, but we can pin it down and soften the blow. We confirm the fault is not in your systems, switch on any fallback you have, a different payment method for instance, and report the incident to the provider. The log is with you by morning.
Through a number that appears only in the contract and is shared solely with the people you nominate. It is never published. A public hotline would quickly clog up with routine questions, leaving the real emergency stuck in the queue.
Tell us your real operating hours and what must never fail outside the office day. We will define the critical faults together with you and then send a proposal.
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Our reply reaches you within one working day. Outages that leave your staff unable to work are dealt with first.
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